Outsource website development: 3 ways to improve customer experience
When you outsource website development, it’s a great opportunity to tap into expertise and improve customer experience (CX). In this blog, we look at three ways you can use your website and other tech to take your CX to the next level.
1. Use analytics software to track customer activity
Reporting tools like Google Analytics and social media analytics can give you fantastic insights about your customers. Used correctly, analytics software can help you identify who is visiting your website or social media pages, how old they are and where they live. The software can also show you how they found your website. Did they look on Google, for example, or did they click on a link they saw on social media? What web pages were they interested in? What element of your content marketing appealed most to your customers?
You can use this information to strengthen your customer experience strategy. If you notice that most of your customers are coming to your website via social media channels, you might decide to focus your energy on great Instagram posts rather than SEO. Or if you see that your videos get more views than your blogs, consider sharing future information in video format.
2. Embrace automation
It can be very easy to hide behind “tradition” and “we’ve always done it this way.” But automation can give us some great tools to improve CX. For example, creating an app to help your customers access your products or services might give them a smoother experience. An app allows them to use your services without having to make a phone call or visit your premises. It will probably speed up your processes, reduce staff costs and minimise the risk of human error.
Booking software has revolutionised the way customers plan nights out! You can link to platforms like Eventbrite and OpenTable so your guests can make bookings quickly and smoothly from their phones.
Whatever service you offer, consider offering automation to help your customers access it. If you’re stuck, give Get Ahead a shout! Our resourceful web development experts have a wide variety of experience and might know the perfect platform for your business.
3. Use automation alongside human interactions
While automated services and AI do bring many advantages, it’s important work how much human interaction to balance it with. There is no formula for this – it depends on your business and your customers. For example, customers might not feel the need of an in-person interaction with a utility company, but might feel more welcome in a restaurant if staff take them to the table. Think about your customers and what a good experience looks like to them. If you need help pinning this down, our business development experts can help. Check out our page on customer segmentation analysis for more information.
You can also improve customer experience by aligning automation with human interactions. For example, a common customer frustration is putting details into an automated platform or app at the beginning of a transaction and then having to repeat those details to the employee they then speak to. You can avoid this by giving your team access to the information the customers have already inputted. This will speed up the process, keep everyone informed and the interactions positive.
Outsource website development with Get Ahead
If you think your customers deserve a better experience, our experienced web developers can help. They’ll review your website, ask pertinent questions and suggest ways to adapt it and improve CX at the same time. Explore our website services pages to find out more, or contact your local regional director.
